AccountId: 011433970860
ContactId: d57a9fca-2b89-4c4e-b57a-ec895afe811d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815900 ms
Total Talk Time (AGENT): 259834 ms
Total Talk Time (CUSTOMER): 275901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d57a9fca-2b89-4c4e-b57a-ec895afe811d_20250414T17:43_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I, I need, I'm calling for my cousin and what we need is a
[CUSTOMER][NEGATIVE] A, a cancer form to file cause she has cancer. She has a policy with y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so she needs a form to file, file.
[AGENT][NEUTRAL] OK, so you're needing a cancer claim form?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So if you go onto [PII].
[AGENT][NEUTRAL] Uh, and there on the right side there's claims and forms.
[AGENT][NEUTRAL] And if you
[CUSTOMER][NEUTRAL] Can you mail her one?
[AGENT][POSITIVE] Yeah, she would like to, we can do that. Um, you can download them on the site too.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Whichever is
[CUSTOMER][NEUTRAL] OK. And what's, and, and I'm gonna write that down, but we're very not into that, so that we're old school, so melliform too, but what is that site, what is that thing call you go to?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] I am want
[CUSTOMER][NEUTRAL] I am [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um it's on the right side it's under claims and forms.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, claims and forms.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, and there will be a cancer claim form if you scroll down and you'll be able to download it and then print it or fill it out online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Yeah, we won't be able to do that. OK. Uh, but I will tell her she can look, see, that if you will mail her a copy, please.
[AGENT][NEUTRAL] Of course, I just need to verify a couple pieces of information from our policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, yeah, well she said she doesn't have a computer, so that's why she has a phone. OK. What, what did you need? She doesn't have a board, so that's why I'm calling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, that's fine. I don't mind uh mailing one for her. Uh, what's her policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her policy number is 4456444.
[CUSTOMER][POSITIVE] And there's a great number below that.
[AGENT][NEUTRAL] OK, it looks like I found it. What's her first and last name?
[CUSTOMER][NEUTRAL] [PII]. It's, did you change your name now? It's [PII] now. But on this card I'm looking at it says [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm looking at her original card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then is [PII] with you by chance?
[CUSTOMER][NEUTRAL] Yes, she is my hair.
[AGENT][NEUTRAL] OK. Um, so we'll need permission from her to speak with you, um.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I'll put you on speakerphone and you can, uh, you can hear a little bit. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She has cancer of her leg. I on speaker. OK, can you hear me? My ma'am, I've got you on speaker. OK, here she is.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right. That she has a, uh, yeah, it's, she has cancer in her voice box.
[AGENT][NEUTRAL] Oh, OK. OK. What's, uh, [PII]'s date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you know her mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then um her what is her email on file? I would just need it, um.
[CUSTOMER][NEUTRAL] What is, what is your email on file? Hold on just a minute.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII], OK. [PII] at
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]. Here she's at the right there for me here. Hold on.
[AGENT][NEUTRAL] OK, you're fine.
[CUSTOMER][POSITIVE] You got a pad? she here she, she's gonna like that for me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Here, he faces.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Get to the next page. I'll take that page with me and see if [PII] can print it. OK, you gonna write it for me, I'll read it to you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I read this. OK. [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And then is the, the address that you gave me, the mailing address, the [PII], is that OK to send the uh cancer claim form?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, mail it to the [PII].
[AGENT][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] All right, and we will mail you that claims form. Is there any other forms that you guys needed?
[CUSTOMER][NEUTRAL] Is there any other forms you needed? No, she said no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that sort of what you do to get started with the policy?
[CUSTOMER][NEUTRAL] I did that claim form.
[AGENT][NEUTRAL] Yes, ma'am. Um, if she has cancer, it would be that cancer's claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have any further questions?
[CUSTOMER][NEUTRAL] Is there anything you, is there anything you recommend she start saving or any of that stuff at the beginning here?
[AGENT][NEUTRAL] Uh, let's see, so, so when I send you the claims form, it will have, um, at the very top of it, it'll say the instructions for the the insured, so it will give you like step by step on exactly what you guys need um to file a claim, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do, can we get a book?
[CUSTOMER][NEUTRAL] Did they have a book?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] We, what kind of, what kind of book are you talking about?
[CUSTOMER][NEUTRAL] About the the cancer policy, a book that you read.
[AGENT][NEUTRAL] No, we don't have a book. Uh, we could send you.
[AGENT][NEUTRAL] Let's see, her policy certificate, if you'd like it would uh go through like all of her benefits that she has for this policy.
[CUSTOMER][NEUTRAL] OK. That'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, just one moment. Let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] And you have to even.
[AGENT][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so she can submit her claims um as they come in or she can send them all at once as well.
[AGENT][NEUTRAL] So it's up to her. Um, and also one of my colleagues, she recommended that uh we mail you a third party authorization form so that way the next time that you call, uh, she doesn't have to verify like we can just speak with you as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I may already be on there. I don't know, but, you know, but anyway, that'll be great.
[CUSTOMER][NEUTRAL] Cause I have to, I had to drive here, you know.
[AGENT][NEUTRAL] Right, yeah, I get that. Um, it would just be easier.
[CUSTOMER][NEGATIVE] And she can text me, she just can't talk on the phone.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][POSITIVE] So that way if she texts me something to ask so I could call you from my, my house and then be able to talk and ask the questions she needs answered.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, just a moment. I'm trying to, I'm looking at something really quick for you for the third party.
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] She's gonna send a third party form to fill out with my name. That way, if you text me to call and ask them something, I don't have to drive him, they won't give me any problem to ask a question for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, just one second. I want to see if I need any information from you before we hang up the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then do you need the third party authorization form sent to uh your address?
[CUSTOMER][NEUTRAL] That same man.
[AGENT][NEUTRAL] The same is fine.
[CUSTOMER][NEUTRAL] No, you could send it to her address cause she's gonna have to sign it.
[AGENT][NEUTRAL] OK. Yeah, that's fine.
[CUSTOMER][NEUTRAL] And so when she, when she sends the original cancer thing back, she can just put it all in one envelope.
[CUSTOMER][NEUTRAL] And we'll just mail it all back together.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, yeah, that works.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I will send you, oh, I will send her the third party authorization form and also the cancer claim form.
[CUSTOMER][NEUTRAL] That's why.
[CUSTOMER][NEUTRAL] That's right. And then that all per policy thing what it covers and all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause you said you I don't have a book.
[AGENT][NEUTRAL] No, ma'am. We have, um, it would just be like her policy certificate. So, yeah, it just states everything that her policy covers.
[CUSTOMER][NEUTRAL] I'll be fine.
[CUSTOMER][NEUTRAL] And it lists everything, so yeah.
[AGENT][NEUTRAL] All right. Do you have any further questions for me?
[CUSTOMER][NEUTRAL] Uh, we don't.
[AGENT][NEUTRAL] No? OK. Well, I will get these mailed out.
[CUSTOMER][POSITIVE] OK, you're very helpful.
[CUSTOMER][POSITIVE] That's awesome.
[AGENT][POSITIVE] Yeah, we'll get these mailed out for you and it should take like 3 to 5 days just depending, but yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Depending on the mail. OK. Thank you very much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Thanks for calling APL. Have a good day. Mhm.
[CUSTOMER][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, bye bye.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Bye bye.